Christian Mamac
Operations and customer experience leader with progressive leadership experience in the BPO, telecommunications, and hospitality support industries
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About
Operations and customer experience leader with progressive leadership experience in the BPO, telecommunications, and hospitality support industries. Proven track record of leading high-performing teams, driving KPI achievement, strengthening client relationships, and optimizing operational processes. Recognized for building engaged teams, improving performance outcomes, and delivering consistent business results in fast-paced environments.
Experience
Customer Experience Manager – Operations - Alorica Philippines
(2024-12)
Advertisement & content moderation
- Manage day-to-day operation and ensure task completion across active projects.
- Monitor performance metrics including Accuracy, Efficiency, AHT, & Utilization.
- Conducts RCA & Coaching on focused metrics & implements targeted action plan.
- Ensures proactive data delivery updates.
- Real-time reports not only for wins but also challenges and issues encounter that need client-side attention.
- Discuss Business performance review
Group Manager | Senior Team Leader - Tech Mahindra VCustomer
(2024-05 - 2024-10)
Telecommunications & Internet Service Provider
- Oversaw multiple teams and supervisors, ensuring alignment with organizational KPIs.
- Managed client communications, reporting, and operational deliverables.
- Implemented process improvements that enhanced efficiency and service quality.
- Led workforce planning, engagement initiatives, and performance management strategies.
- Provided leadership coaching to supervisors and team leaders.
Operations Team Leader - Tech Mahindra VCustomer
(2023-03 - 2024-05)
Telecommunications & Internet Service Provider
- Manage day-to-day operation and ensure task completion across active projects.
- Monitored performance metrics including NPS, quality, and sales KPIs.
- Conducts RCA & Coaching on focused metrics & implements targeted action plan.
Operations Team Leader - Fusion BPO Philippines
(2021-10 - 2023-02)
Hotel Reservations & Back Office Communication
- Supervised operational performance across multiple lines of business
- Led training initiatives and performance improvement programs.
Junior Technical Support / SME | Customer Service Representative - Fusion BPO Services Philippines Inc.
(2020-01 - 2021-12)
Customer Service Representative - Cognizant Technology Solutions Philippines, Inc.
(2020-01 - 2020-12)
Customer Service Representative - Sykes Asia Inc.
(2019-01 - 2020-12)
Education
BS - Information and Communications Technology - University of San Carlos (2014-01 - 2018-12)
